Came in to swap yet another defected iphone (4th) one I believe but that's not the stores fault. My review is based on today's visit which was very quick actually. Went in for my appointment with Genius Bar, checked in, within 5 minutes I was attended, told them my issue, they fixed it by swapping it, they activated it for me and restored everything via iCloud. I was happy they were happy then I got the f*ck outta there and never looked back. Success! Thank U Genius Bar! read more

I went into the Pasadena Apple Store with a broken laptop (user error) and Ann from the Genius Bar was incredibly kind, patient and knowledgable. She made the whole process easier for me and I'd definitely give her my business again. read more

Anything you need for your iPhone great place nice people stop in for some ear phones I'm happy.

This is one of the best store in Apple Store in Pasadena ever. It's close and next to my area. But it is hard to find parking. You have to park in the department store and walk all the way to Apple Store. My aunt usually go to Apple Store in here at all time and my aunt bought an iPad 3rd Generation 32gb model. My aunt was about to get 16gb model for that but they want more memory so they got 32gb model instead. And ya. read more

I had a interesting experience at this Apple store today. I had an made an online appointment for the Genius Bar at 6:45PM to get some cosmetic repair done to my Macbook Pro. I arrived a full 15 minutes early and checked in immediately. I waited the 15 minutes until my appointment, and then 30 minutes beyond that scheduled appointment time. I asked for a store manager and explained to her my situation, and I was finally helped at the Genius Bar by an employee. I left my Macbook Pro with the store to get the cosmetic repairs done ($300+), and after I receiving my repaired Macbook Pro from this store, the housing cover was still misaligned with respect to the mouse-pad. When I picked up my laptop, I asked the employee why the mouse-pad was misaligned and what work was repair work was ultimately done to my laptop. He had no clue. He said I had to make a genius bar appointment, which would require me to wait an additional two hours. Since I could not wait, I paid the $300+ invoice and called the store several times concerning this issue. My last phone call to the store was about a week ago, and they have yet to return my call. I am deeply disappointed over the time I wasted past my appointment time and the poor and inadequate service that they performed on my Macbook pro. Their lack of follow through and follow up to ensure customer satisfaction behind their repair services leaves a whole lot to be desired. That said, I also believe this Apple store should schedule appointments further apart so that there's no overlap issue. They should also have store managers actively monitor the Genius Bars' cues and inform next customers if their appointment times are going to be delayed. read more

I can't base my review on ALL of the staff here, but my experience here was absolute trash. I wanted a MacBook Air and iPhone 6s for quite a while, and decided to buy it. I did all of my research online and used the college student discount in order to score 2 free sets of beats. I walk in, unacknowledged,but Apple stores are usually busy. Anyways, an employee decides to come over and help me (though I don't really need it, I already knew what I wanted). And this employee treats me like I'm just another dumb window shopper wasting his time. He's not very focused when I tell him what I want. And this isn't even what pissed me off. SOOO he's getting out the stuff out and when it's time to get my beats. He tells the wrong information like 3 times. And I know my stuff because I always come prepared when making big purchases. The deal is for the macbook air that i get a free pair of beats studios and for the iPhone 6s, a free pair of wireless beats. He tries to tell me that I will only be getting the wireless beats for my macbook. I tell him that he's wrong and that I should be receiving 2. AND THEN he tries to tell me that I'll only be receiving the beats solos. And so this dumb employee really doesn't know his stuff. So after debating to him and SHOWING HIM that if I were to purchase online I would receive two, he then concedes that I will receive two. and nope I'm not done yet. This employee won't let me have the rose gold beats solos because they're the "special edition" color?!?!? And again I have to prove to him that I AM eligible for them by showing him how it would work online. This worker was so incompetent and really unprepared. And the whole time he was so unfocused and still treated me like I was wasting his time. Sorry that you're not making any commission off my sale but there's no reason to treat a customer like this. read more

Poor customer service regardless if you have an appointment. Had to wait over 30minutes every single time.

You can check your email for free while pretending to buy a computer...

The staff is very arrogant and isn't helpful. Over the past weekend, I decided to take a look at the 'new' iPhone6. I was told to wait at the line in front of the store. After 30 minutes I saw people just walked into the store without waiting in line. I tried to ask a sales person there and got a very cold "please hold on" and he walked away to chat with some people he seemed to be friends with. After that, he came to me, when I asked "How long should I wait ..." he interrupted me with "how long have you been waiting?" I told him 30 minutes, he said "there are people waited for over 2 hours." Then I asked "why there are people don't need to wait?" He said, "They just want to take a look at the phones inside the store." So, I realized I shouldn't have been told to wait to enter the store. After I entered the store, I asked another sales person about if they would have iPhone6+ the next day, he responsed coldly "We don't know what will be in the shipments". Then I asked "When will you normally get delivery during the day?" Another "We don't know. It's all handled by 3rd party." Basically he felt being bothered by these type of questions and he seems not knowing anything about what he does. All I felt is "we have plenty customers, so buy or leave, but do not ask". Come on Apple employees, you are merely selling Samsung 2012's products today and why are you so arrogant? If the products don't convince me enough to buy, the services here definitely tell me not to bother buying an iPhone at all. Wake up Apple, 2014 is not 2011. Apple staff needs to understand the enthusiastic fans are mostly from overseas driven by illegal profit in the lucrative resale business. They aren't impressed by your 'new technology' and they surely don't care about your 3rd world customer service. However, you won't get enough business from the local buyers. read more

I am annoyed with customer service and staff. I called the number for the Pasadena location and it just sends me to a generic apple operator. I asked if there were anymore batteries for the iPhone 6 because previous store was out of stock. The operator said the store wouldn't answer yes or no but hinted that they had some. I went to the store, and asked again if they had any batteries for the iPhone 6. They said yes without thinking. I said I'd wait the 2 hour wait, and then asked them to double check if they had it and then they discover they don't. It's upsetting that they wasted my time and wasn't able to check before answering a simple question. read more

We went in to run a diagnostic on my dads phone since the screen was freezing all the time. She explained it was the display and they could fix it. Anita helped us out and she was really helpful and nice. She explained everything and was patient when we decided to wait for the sales person to see if a better option was to trade in the phone or fix it. Thank you Anita for being great and helping us out! read more

I had a horrendous experience in the Pasadena Apple Store. After waiting approximately an hour I purchased an imac 27inch and 2 iphone 7's. I had an upgrade for one of the iphone 7s-- I waited approximately another hour and the employee stated he was having troubles getting through to verizon for the upgrade. Eventually they stated I would have to pay full price for the Iphone but I could come back on another day and get it discounted. I went back today and waited another 2 hours and was told that the upgrade offer is no longer offered and they could not honor it. I told them this was their problem since they should have discounted when I bought it but because of their incompetence I had to come back today to get the discount. They again stated sorry but there was nothing they could do for me. I know what I can do is never buy another product from Apple (I have bought approx 14 iphones, 8 imac airs/pros, and 2 imac 27inch in the last 5 years for my work & family). The competition's costumer services is superior and the product are now superior). Life is too short to deal with the "Apple Arrogance". This is my last purchase of an Apple product. read more

Yesterday evening white vertical lines appeared on my phone. I tried resetting it, but alas, no luck (in fact the lines got worse). After reading previous reviews, I knew I had to make an appointment in order to even speak to anyone at the Apple Store. The earliest appointment was for the next day, at 12:40 p.m. When I arrived to the store, I wasn't really sure what to do. I knew I had to check in (per the instructions on the website) but I didn't know who to approach. After wandering around for a few minutes I was able to get the attention of one the employees (blue shirts). The employee directed me to a woman wielding an iPad (not wearing a blue shirt) and told me to wait for her to check me in. After waiting about 5 minutes, I was finally checked in. I was directed to a table (the holding area for those of us with appointments) and waited an additional 10 minutes before my "genius" was ready to help me. He took a look at my phone for a few minutes and informed me that they would be replacing my phone, since it was still under warranty. 10 minutes later, I was ready to go. read more

Had an issue with the I-Pad it was gray out or dim, It seems like the machine was dead, so I brought it to the Pasadena Apple store. The technician at the Apple store looked at it quoted me $150 to fix it or asked me to purchase the Apple Air for 499. I asked the employee what happened he told me that the device had broken and died. After discussing this with a friend I purchased a new one. Exiting the store my friend called and asked me what did the technician do, I said he just looked at it and said it was damaged. My friend suggested that I get it serviced at a Mac Repair Store not affiliated with Apple Store. The technician at the Mac Repair Store asked me for my password and in 4 seconds was able to get to the front page of the I-Pad and did not charge me for anything. So I took the I-Pad back and complained to the store manager, instead of telling me that I was treated incorrectly they defended that idiot technician. This saddens me as I am a big fan of Steve Jobs this should have never happen. read more

I had the terrible experience here always. Neve get the service done on time and I can always see a lot of free or available support here.

Just wanted to write this review for Alvin the tech at the Genius Bar who helped me with my IPhone 7 . Great service and thank you for fixing my phone! read more

Inefficiency run. Apple staff standing around doing nothing while people wait in line to buy iPhones. Ridiculous. Where are the supervisors?

Apple used to be have really professional staff a few years back, but I was so negatively surprised this time that I had to go to the store 4 times just to get everything right because different people were telling me different stories. In the end, the outcome is still not right. I wanted to buy my phone straight from Apple, and the guy told me I had to go through T-Mobile. When I got to T-Mobile, they said they couldn't get any more stock. So, I went back to Apple, doubting what the first employee was saying. The second employee informed me otherwise, and I was able to purchase it. Then 2 employees tried to help me transfer info from my old phone to the new one, and iCloud didn't show the everything was there. Ended up I couldn't trade in my old phone then & has to visit Apple one more time. I asked to pay my phone in 24 months & they charged me the full amount on my credit card! Now I have to go back one more time to get this straightened out. It's just getting too ridiculous~ read more

Man.. customer service sucks here! Took over 30 mins just to get hold of a sales rep to buy a nano! Would have been faster to go to Best Buy.... read more

Very bad customer service. I approached the guy that was standing behind the counter since he was the only one not helping someone. I tell him my problem with my phone and he starts to explain why he cannot help. Literally seconds into his explanation, he stops talking to me since he got side tracked by a friend that he saw in the store. He then starts talking to his friend (completely ignoring me) that is standing behind me about their daily lives for minutes. He then pulls his friend off to the side (still ignoring me) to continue chatting and leaves me at the counter for 10 minutes. When he does come back all he says is, "yeah I cant help you with your iphone problem, you would need to make an appointment with the IT people." Like cool, you could have said that from the beginning, but clearly talking to your friend about how she arranges flowers is more important than doing your job. read more

What can I say other than im really frustrated disapointed and above all insulted by there ignorance and proudness to admit when they are wrong. I will never buy another iphone in my life, im switching to android instead, the Genius Bar workers are no help instead they try and belittle you and make you feel like your stupid and don't know how to use an iphone, after I had told them my iphone gets extremely Hott and the battery drains really quick, the idiot bar guy made it seem like i didnt know what I was doing, i explained to him that this was my second visit and that I was not happy with this phone, and that this phone was only a week old, I had spoken to apple care and they had instructed me to go into the store and that they will replace my phone right there on the spot, need less to say the idiot bar guy refused to follow AppleCare orders and rufused to swap my phone, I was so mad i felt like i was getting the run a round i mean wow really i paid $745.00 for a phone thats not even a week old and it's garbage. It is now 2 weeks later and im finally getting a new phone from apple care which means I've been phone less for about the whole time...... Thanks a lot apple you just lost a very loyal customer i don't think I will ever buy any of your products again, and if anyone's reading most likely samsung is the way to go read more

iAttitude This store is the training ground for people looking to move to new positions as snotty maitre'd of Beverly Hills restaurants. I innocently walked in without an appointment, to get my dying iPhone replaced--Ha. "Do you have an appointment?" "Um, no, I don't." "Without an appointment the soonest we could see you would be about 1 - 2 hours," the blue-shirted, iPad carrying gentleman says. I look puzzled because there are only about 3 customers in the whole store. There are about 15 other "blue-shirts" (employees) standing around, chatting with one another. "Couldn't one of those guys help me?" I ask naively. "Those are sales people," he tells me. "Ah, I see. There sure are a lot of them." He gives me a look of great pity--I am over 30 after all and have wandered into a computer store. I am wearing a tie and not wearing Converse All-Stars. "Not a very good allocation of human resources," I'm thinking. So, the message is: If you want to come in to buy something, no problem. There are about 12 people to take your credit card. But if you want some service on an item you have already shelled out a chunk of cash for--forget it--get in line. So I am back at work with a dead phone. The only good part was the panhandler out in front of the store who asked if I had any spare change so he could buy some "weed." Refreshing honesty. I gave him two bucks. Had I been smarter I would have asked him where I could buy some weed and could I leave my iPhone with him to make an appointment inside and get it serviced. I think I'll go back and tell him that a great entrepreneurial opportunity awaits him--Apple concierge. He will never be without cash for "weed" again. And hundreds of frustrated Apple customers will be treated like... um... customers. read more

What a moron. Went here to cancel my iHeart Radio Plus account. The guy said he couldn't help and i had to call the 800 number. After 25 minutes on hold, I was told it can't be done over the phone. What an idiot! read more

super bad customer service dude ddnt even seem like he wanted to help me out . All attitude . Never coming back here again .

Went to the Pasadena Apple Store today... I purchased 2 MacBook Pros and had to look into possibly buying iPads next week... thank goodness for Kyle! What patience... expertise... and superb customer service... Thank you! read more

I've been deciding whether to get an IPod touch or an IPhone. Since they cost the same and the IPod touch didn't have phone capability I finally decided on the IPhone. The employees here were extremely rude. The salesmen wouldn't let me buy an IPhone because I was accompanied by my friend who already brought two Iphones a few months back (one for himself and one for his girlfriend). Apple had a "Two Iphones per person" rule at the time. These guys have a smart ass answer for everything. They straight out told us that they assume that I was going to give it to my friend who will sell it to another person for profit. BULLSHIT. I've never encountered salesmen as rude as these. I had to go to the Victoria Gardens applestore to buy my IPhone. AVOID THIS PARTICULAR APPLE STORE! read more

If I could give this place zero stars I would. Visited around 12 and was told to reserve an appointment so I did and the estimated wait time was 7 hours. They told me to wait to get a second text message before making my way over there so I thought I could just come back that evening and be helped quickly. The text sent at 3:15 instead throwing off my whole schedule. On top of that, I didn't want to lose my spot so I immediately left with an eta of around 20 minutes. Within 15 minutes I got another text saying they were giving my spot away because I hadn't checked in with a rep in the store. That's it. So heads up, they give you just 15 fucking minutes!! Completely ridiculous. We got to store and checked in and just told to go over to a table. It was about 30 minutes before one other guy came over and took us to the Genius Bar and SURPRISE --more waiting. This time for 45 minutes. I asked the rep who called us up if I was ever going to be helped because literally everyone at the bar was being actively helped except us and I saw two other Genius Bar reps free up and call up the next people in line behind me. The idiot gave me the snarky response of first, that he wasn't going to help me and second, that there wasn't anything he could do because that's just how it worked. COMPLETELY SHITTY CUSTOMER SERVICE. When another rep finally came, our issue was a loose hinge on the display of our MacBook Air and he told us that there wasn't anything he could do in terms of fixing it other than to replace the whole screen ($400) or take off the thin clear case we had on it currently. He just went for it and ending up CRACKING the case partially then finally CRACKING THE WHOLE CASE IN HALF because he couldn't get it off. Reasonably, he gave us a new case on the house but his "solution" took 5 minutes but after a 1.5 hour wait...definitely not worth the COMPLETE waste of time the whole situation was. read more

Unhelpful, a manager, Cynthia, showed very little interest in retention. APPLE has really an inflated ego. This is what happens when you become this big and people rely on you so heavily. My guess is a new company will crop up that is customer focused and we'll have some better options soon. In the meantime, I'd choose a store other than Pasadena to get your APPLE care needs met. This store takes a long time and isn't interested in more than perfunctory tasks. read more

Unsatisfied with my experience. I came in earlier than my designated appointment time and waited well past it. There was an Asian girl that "helped" me out. She was actually in the middle of helping someone else out and she asked if I was Evan. Then she asked whats wrong with my phone. She didn't really care to pay too much attention and quickly went on to take my phone and press around. With permission? No. She ran the diagnostic check, that I explained I had already run with another worker prior to coming. I also explained that me and the other worker had already come to conclude I was able to swap my phone. But because the diagnostic check showed my phone was in perfect condition (it was not) she could not do anything. Her tone was rude and her sorries said "get out". What a waste of time and money it was going to this apple store. The worker put no effort into customer satisfaction and my phone problems are still very existent. read more

Another frustrating experience at Apple store. I have a laptop MacBook Pro where suddenly the battery blew up and broke the computer. I was told by Apple store representative that " I would have to pay Apple to have my computer fixed because it's out of warranty" so apparently Apple makes a bad battery that explodes my computer and now I have to pay to fix it! Also the same manager tells me " I didn't care for the battery" my computer although out of warranty looks brand new and has been kept in a box safe so how do I care for a battery that lives inside the computer? After being told by 1800 Apple care that since I am a business customer I could get a loaner. As my computer blows up right before I have to leave town for a funeral. Not only could I NOT get the computer fixed ( no genius appointments) but I don't spend enough money at Apple to get a loaner on a computer that blew up due to a bad battery. I had to buy another laptop so I can have a working computer and just to buy a laptop I had to be placed on a list and wait another hour. I never heard of such a thing. Apple is making billions and they can't help a customer nor do they guarantee a product that has a defective battery poor customer service and this isn't the first time I've had issues. The IPhone 6 constantly glitches poor battery life and always get a message that I have to pay for more memory as I am " out of memory" even though I have few apps and really nothing on my phone I think a scam by Apple to get customers to pay another fee every month - a phony memory fee . As a whole Apple is number #1 capitalist who gets richer while hard working people spend thousands and that is still not enough "use our products that are frequently glitching defective oh yeah and in the meanwhile we need more money because the $800 dollar phone was too cheap so now pay us more money every month just so your phone won't flash every 5 seconds " your out of memory" and even though you didn't use the memory we are gonna screw you and send the glitch to your phone that says " your out of memory pay for more memory" just so we can get more money and get even richer off you the hard working tax paying individual who simply wants a non glitching non money grubbing phone ! read more

Was promised over the phone by Apple Care I could get battery replaced same day so they set an appointment for me at this store. I drove almost an hour only to find out I couldn't get it replaced same day and would have to come back tomorrow. First manager was rude and had an attitude, second manager was nice but made no effort to help. read more

this apple store is not the best one. i made an appointment to get my charger & earphones replaced & still waited about 2 hours after my appointment to be helped. the representative that helped me also scolded me about how i treated the charger. really? i'm sorry, if i wanted your opinion i would have asked for it. give me my new charger & i'll be on my merry way, it's none of your business how my charger was damaged. i am extremely disappointed with this location. won't be coming back. read more

The only reason I'm giving this store three stars is because a guy who worked at the genius bar was extremely accommodating to my situation. When you first walk into the store, you would expect someone to greet you just in case you need help. Actually, there wasn't. I walked in and the first thing I had to do was to fight my way through and be very very forward to get an employee to notice that I needed help. Obviously, living in Pasadena has it's ups and downs. There will be places where people will respect you whether you dress like a thug or a homeless person and there will be places where they won't. This is one of those places. If you don't look like you have money, the employees will not pay attention to you or treat you with respect. Obviously, this is just my opinion on how this store is. Otherwise, if you don't like waiting around for someone to help you or confronting a employee go somewhere else. read more

Absolutely WORST service. I had to wait 2 hours to talk to a genius bar representative, and by the time I was able to talk to one, I had the worst experience. Her name was Claudia, and she has blonde highlights. She is the worst customer service representative I have ever experienced with Apple. She made the entire experience I had at apple the worst and I will never go back here again. read more

The only reason I go to the Apple store is because it's the only one around. Here's a tip: if you want good service, talk to one of the older (and wiser, and more mature) salespeople. The younger ones think they are too cool for school and have attitude, to boot. I never understood salespeople who talk down to customers. The guy who helped me treated me so disdainfully, I almost wanted to throw my merchandise at him and leave... Who's the one with the cash? It was a busy day, so he wasn't even the one who initially helped me with my questions... he just had to ring me up. I hate it when Mac users live up the lame Mac snob stereotypes. read more

I went to the store yesterday four times, because my phone can not be fixed , first time I wait two hours, the guy try to fix my new I phone 7 plus that I got two weeks ago with no service at all, after I go back home find out same problem appear again that make me have to go back to store again,other guy tell me that he can fix, I just tell him give me the new one, I paid I deserve it, and I don't want drive back again for one hours, I only have Sunday off, first Sunday I stay in att store try to fix the problem whole day already, now it's third time back to Apple Store this Sunday only for fix new phone ,which make him think I just try to get the new phone, that's sucks, I ordered five new phones , and why would I do that , the thing it's after I got new phone still have the same problem, that make me have to go back again, the guy just directly tell me I can not change the phone for you, it's not phone problem , dont you get it I just want to fix the problem, I can not just back and back again for nothing , he said it's att problem , because when you put SIM card in after att logo should showing 4g or LTE, it my doesn't show that's why it's there problem, I got really piss off think all att fault,I called att tell them the situation , they said because my mom somehow keep used the data, my husband call to block the data make sure not pay over , I feel like nobody really know what's going on with the new phone, make me free really bad which everybody should happy to get new phone, end of with problem which can not use for two weeks,and the problem still not solved read more

Fantastic customer service. Daniel and Sean went way above and beyond to help me today with my phone issue. I am so very grateful for such knowledgeable and kind help! Thank you so much read more

Had a great time! Val was super helpful in addressing all my needs and even found a way for me to save money.

My aunt took me here to buy me an iphone 6s plus for my graduation gift. The place was crowded as per usual. We kept asking the employees to help us, but they kept saying "We will send a representative over to you guys as soon as possible." We waited an hour and no one ever came when clearly, there were many employees just standing around doing absolutely nothing. so my mom got hella frustrated and approached them and started arguing with them that we have been waiting here for over an hour. They told her that someone will help us soon. More time passed by, no one came, so we left to buy my iphone at a tmobile store. Save your time and get your phone at your carrier's store, just make sure they have your desired phone in stock. The customer service here is the absolute worst. I don't understand how standing around is "working" when someone is continuously asking for help but is regarded with disgust. read more

When this 76 year old Newbie bought her first computer (a refurbished Mac PowerBook G4) one year ago, this Apple Store and its 'Genius Bar' along with the free classes were a lifeline. Sorry that some of you are so smart and superior. I relish the courtesy and intelligence of the staff here. But I cannot tell a lie, I bought my Mac online saving nearly $800 while still getting the same warantee that any new Apple buyer receives. read more